Scores
A credit always buys a score or comes back. If a scoring job fails, is cancelled, or completes without being able to score anything (every account dormant or too thin), the credit is returned to your wallet automatically within about two hours, and card charges are refunded the same way. You do not need to ask.
Adding a creator who is already on your roster never charges again: if the same footprint was already bought, nothing is charged and nothing is started.
Background checks
A background check is a paid search: the fee covers the search itself, not a particular result. It is not refunded when the search finds little or no public information — for example when the person's accounts are private, empty or do not exist. You still receive a completed report showing every account, web source and archive we checked and what each one returned. That is a real answer: a brand learns the person keeps almost nothing public.
We refund a check only if we could not run the search at all because of a problem on our side. A Verified check the creator never authorises is refunded automatically after 14 days. A completed report is not refundable, but if you believe a finding is wrong, report it on the finding and we will look.
Subscriptions
Cancel a recurring score or monitoring at any time; it runs to the end of the paid month and does not renew.
Anything that does not match this page: email [email protected] with the creator's name and the date.
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